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We use cookies to understand how you use our site and to improve your experience. This includes personalizing content and for marketing purposes. By continuing to use our site, you accept our use of cookies. For more information see our cookie notice.

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Our Commitment

The Rocket Commitment

We value you as a customer and partner. We are here to ensure your success. We are dedicated to ensuring that every issue you bring to our attention is resolved to your satisfaction, and in a timely manner

Our goal is to provide you with a productive, informative, and positive experience by offering:

Rapid 24x7 response for high-impact issues

Timely response and resolution for all inquiries

Technical expertise and professional courtesy

Rocket Community Bill of Rights

You will treat me with the same respect and empathy you’d want for yourselves.

You will act in my best interest and do what is right for me.

You will personalize your service based on the way I wish to receive it.

You will do what is nessesary to meet my expectation, and will aim to exceed that expectation.

You tell me what to expect from you, and you will notify me immediately if you think you will deviate from that expectation.

If you have to tell me you cannot do something, you will always give me options about what you can do.

You will assign one Rocketeer as the single owner of the request I’ve made of you.

I will determine when my request is resolved, not you.

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Rocket Customer Support Organization

We are a unified, global team of support professionals dedicated to your success. We strive to ensure that you have access to the appropriate expertise when you need it – no matter where you are located.

Our support professionals are skilled, motivated, and eager to resolve your issues and answer your questions. Our goal is to ensure your satisfaction every time you contact us by:

Responding to your requests promptly

Consistently setting and meeting expectations, so you never have to guess

Continuously improving our service to you through

Tell us what you think

As part of our commitment, we want to hear from you. Do you need to escalate an issue? Have we failed to meet your expectations? Have we exceeded your expectations?

We want to know about your experience. We encourage you to send your feedback.